Javier Cerdeira
Customer Experience Coordinator at Scania Group
Based in Madrid, Spain
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Seniority
Staff
Department
Customer/Client Service
Location
Madrid
Industry
Motor Vehicle Manufacturing
Company size
38K
Contact information
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j•••••••@scania.com
Phone
5 credits+34 ••• •••• ••••
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Background
About Javier Cerdeira
Customer Experience Manager con más de 30 años de trayectoria en el sector de servicios de automoción, interactuando tanto con clientes (B2B) como (B2C). Especializado en la implementación, gestión y mejora continua del proceso de la CX (Experiencia del Cliente), de la Calidad y la Posventa. En mi paso por Carglass®, logré que los resultados iniciales de NPS (Net Promoter Score) aumentaran del 63% al 87%. Lideré la creación desde cero de un sistema de Calidad y Posventa, e impulsé y gestioné el cambio cultural interno hacia al Customer Centric, logrando así una experiencia memorable a más de 60K clientes anuales.
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